Case Study: Metropolitan Washington Airports Authority achieves a responsive, data-driven travel experience with Salesforce

The Metropolitan Washington Airports Authority is a Trailblazer in delivering a responsive, data-driven travel experience

The Metropolitan Washington Airports Authority (MWAA) manages Washington Dulles International and Ronald Reagan Washington National airports, the Dulles Toll Road and part of the D.C. Metrorail project, serving 45 million customers a year with 1,500 employees. MWAA needed to deliver consistent, timely and targeted communications across multiple campuses—responding quickly to everyday retail and service issues and to urgent safety or incident signals surfaced on social media.

MWAA deployed a cloud-based outreach platform on Salesforce—using Social Studio for social listening and scheduled outreach, Einstein Analytics to categorize and measure feedback, and Service Cloud to turn multichannel input into trackable cases with customer notifications and owner accountability. The system streamlined employee workflows, enabled management reporting and targeted outreach by customer segments, and drove measurable results: an average of 395 customer feedback cases logged per two-week period with about a 93% resolution rate.

Metropolitan Washington Airports Authority

Goutam Kundu

Chief Information Officer